FREDRICK NDEGE

• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Conducted in-depth product and issue resolution research to address customer concerns.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Activated accounts for clients interested in new services.
• Resolved system, hardware and telephone issues within 3 hours, improving efficiency among all departments.
• Trained end-users of Jbings school management software on use, functionality and application to business problems.
• Submitted service tickets for equipment maintenance requests.
• Performed tests of functionality, security and performance of different workstations and devices.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Configured hardware, devices and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Maintained and updated 10 customer service database.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Processed over 10 support requests weekly for technical assistance on wide range of issues related to Jbings and computer hardwares.
• Increased sales by educating prospects on benefits of products and services in comparison to competitors.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Helped streamline repair processes and update procedures for support action consistency.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Evaluated and responded to incoming sales leads and requests for technical support assistance.
• Trained and supported end-users with software, hardware and network standards and use processes.

• Developed implementation methodologies to rein in project costs while meeting key milestones.
• Developed and initiated projects, including managing costs, schedule and performance.
• Provided accurate, detailed quantity take-offs from project drawings and technical specifications.
• Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
• Oversaw projects for CIEP by planning, designing, and scheduling tasks.
• Drove team success through shared vision and recognition of quality performance.
• Identified, reviewed and applied policies and procedures by exercising informed judgment to achieve optimal performance.
• Headed 15 member project teams specializing in data administration and social services activities.
• Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
• Modified and directed project plans to meet organizational needs.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.

Worked with microsoft Software Engineers in Evaluating Operating System Software upgrades, reviewing and giving suggestions on areas that needed adjustments to compact with the inexistence hardwares

• Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
• Outlined design requirements, BOMs, functional specifications and reports to document development processes.
• Authored detailed functional specifications for development of hardware components.
• Investigated hardware product issues involving materials and software and devised solutions.
• Maintained detailed documentation through all phases of development, testing and analysis to enhance organizational productivity.
• Studied and understood technical manuals, procedural documentation and guides to maximize benefit of technology.
• Planned and prioritized field testing engagements of technology.
• Translated broad spectrum project requirements to detailed hardware architecture design concepts.
• Strategically implemented new computer projects and hardware installations to improve workflow for 30 employees.
• Collaborated with design teams on design reviews and validation testing for audio and visual components.
• Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
• Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
• Managed system-wide operating system and software deployments, as well as related software upgrade problems.
• Investigated and corrected problems with printers, copiers and other peripheral devices.
• Designed and evaluated WAN and LAN connectivity technologies.
• Performed network security design and integration duties.
• Diagnosed and executed resolution for all network and server issues.
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Monitored network hardware operations to evaluate proper configuration.

• Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
• Installed, upgraded, configured and tuned SQL Server and Accounting systems and all associated middleware in LINUX and Windows environments.
• Tested programs and databases to identify issues and make necessary modifications.
• Set up and controlled user profiles and access levels for each database segment to protect important data.
• Managed systems and infrastructures by defining hardware requirements and planning storage capacity for computer systems, and SQL databases.
• Identified issues, analyzed information and provided solutions to problems.